COMPLAINTS POLICY
SDM Group Falkirk is committed to providing the highest level of service to our customers. We understand that there may be occasions when you may not be satisfied with our products, services, or interactions. We take all complaints seriously and aim to resolve them promptly and fairly. This Complaints Policy outlines the procedure for making a complaint and the steps we will take to address your concerns.
Definition of a Complaint
How to Make a Complaint
Complaints can be made through any of the following channels:
- In person at our office: SDM Head Office, Middlefield Industrial Estate, 4 Middlefield Rd., Falkirk FK2 9ZD
- By telephone: 01324 616801
- By email: Lisa Aitken lisaaitken@sdm-group.co.uk
- By mail: Complaints, SDM Head Office, Middlefield Industrial Estate, 4 Middlefield Rd., Falkirk FK2 9ZD
Complaints Handling Procedure
A. Acknowledgment:
- Upon receipt of your complaint, we will promptly acknowledge it within 2 working days, from Acknowledgment of communications, letter.
- The acknowledgement will include a reference number and the contact details of the person handling your complaint.
B. Investigation:
- Your complaint will be thoroughly investigated by an appropriate member of our team.
- We may need to request additional information or documentation from you to assist with the investigation. Timely provision of requested information will help expedite the resolution process.
C. Resolution:
- We will make every effort to resolve your complaint as quickly as possible, aiming to provide a satisfactory response within a quick as timescale possible.
- If we require more time to investigate the matter, we will inform you of the reasons for the delay and provide an estimated timeframe for resolution.
D. Communication:
- Throughout the complaint handling process, we will maintain open lines of communication with you, keeping you informed of the progress and any actions taken.
- We will endeavor to address your concerns and provide a fair and reasonable resolution.
E. Escalation:
- If you are not satisfied with the resolution proposed, you may request an escalation of your complaint.
- Your complaint will be reviewed by a senior manager or director who will conduct a further investigation and provide a final response within [14 working days does not include weekends].
Confidentiality
All complaints will be handled in a confidential manner, and the information disclosed will only be shared with individuals involved in the investigation and resolution process.
Continuous Improvement
We value customer feedback and will use the information gathered from complaints to improve our products, services, and customer experience.
Recording and Monitoring
We will maintain records of all complaints received, including details of the investigation, actions taken, and outcomes. These records will be used for monitoring purposes and to identify opportunities for improvement.
We hope that you never have reason to complain about our services. However, should the need arise, we assure you that your concerns will be dealt with promptly and fairly. We are committed to resolving any issues to your satisfaction and maintaining a high standard of customer service.
If you have any questions or require further assistance regarding our Complaints Policy, please do not hesitate to contact us using the provided contact details.
This policy is subject to periodic review and may be updated without prior notice.
It is our intention to provide a high level of service at all times. However if you have reason to make a complaint about our service you should contact Square Deal Motors Limited, Ladysmill, Grangemouth Road, Falkirk, FK2 9AU. If we are unable to resolve your complaint satisfactorily, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). Further information is available by calling the FOS on 0845 080 1800 or at www.financial-ombudsman.org.uk